---
title: "Troubleshooting"
description: "Solutions for LumiScan Annotation Web problems: sign-in, read-only images, conflicts, missing projects or images, S3 errors, box suggestions, server start."
product: "LumiScan Annotation Web"
component: "lumiscan-annotation-web"
version: "2.3.0"
display_version: "2.3.0.0"
latest_version: false
language: "en"
url: "https://docs.hdvisionsystems.com/en/lumiscan-annotation-web/2.3.0/troubleshooting.html"
---

# Troubleshooting – LumiScan Annotation Web

| Problem | Solution |
| --- | --- |
| The page does not open | Check the address and port (default `8080`) and that it starts with `https://`. Is the server running? Is the port open in the server’s firewall? The server log shows `Listening on https://…` after a successful start. |
| "Your connection is not private" or a similar certificate warning | The server uses its self-signed certificate. Compare the fingerprint with the server log and continue, or make the clients trust the certificate, see [HTTPS](https://docs.hdvisionsystems.com/en/lumiscan-annotation-web/2.3.0/configuration.html#https). |
| The server does not start: "HTTPS: cannot create the self-signed certificate" | The server’s account may not write the folder `tls` next to the configuration. Give it write access, or set `tls_cert` and `tls_key`. |
| "Server not reachable" in the status | The connection to the server was interrupted. Unsaved changes stay in the browser; save again once the server is back. |
| Sign-in fails | Check user name and password (the message never says which one is wrong). After 5 failed attempts the account is blocked for 15 minutes. Directory users: test the sign-in under **Users and sign-in** → **Sign-in methods**. |
| "No role": signed in but no access | New directory or single sign-on users without a group mapping have no role. An admin gives a role under **Users and sign-in**, or maps the group. |
| Nobody can sign in as administrator | On the server: `lumiscan-annotation-server --config <configuration> --reset-password admin` prints a new password. |
| The project is not in the list | You are not a member. Ask the project admin or a server admin to add you or your group. |
| The image is read-only | Someone else is editing it (the banner and the image list name them), or you have it open in another window. The lock ends 60 seconds after the other window was closed. |
| "Changed by someone else" when saving | The annotation file was changed after you opened the image, for example with the desktop tool. Choose **Load their version** or **Overwrite with mine**; the other version stays in the history. |
| New images do not appear | The server scans the folders every 60 seconds (`index_refresh_seconds`). Wait or switch the folder. The images must be PNG, JPEG, BMP or TIFF files in the project folder or one level of sub-folders (see [Image Formats](https://docs.hdvisionsystems.com/en/lumiscan-annotation-web/2.3.0/image-formats.html)); an image with the same name as a PNG next to it is not listed. |
| **Suggest boxes** is missing | No box suggestion service in the configuration (`pre_annotation`), or you have no annotator role. |
| "No suggestions" or an error after **Suggest boxes** | Check the service: `curl …/v1/health` (see [Checking the service](https://docs.hdvisionsystems.com/en/lumiscan-annotation-web/2.3.0/box-suggestion-service.html#checking-the-service)). The network of the project must exist on the service; its classes must match the labels of the project. With several services, one that does not answer only gives a warning. |
| S3 project: "access denied" / "SignatureDoesNotMatch" / "RequestTimeTooSkewed" | Wrong keys, missing permissions (see [AWS permissions](https://docs.hdvisionsystems.com/en/lumiscan-annotation-web/2.3.0/projects-in-s3-buckets.html#aws-permissions)) or a server clock that is off by more than 15 minutes. |
| The server does not start: "database is locked" or file errors | The database must be on a local disk, not on a network share. Is another server instance running with the same configuration? |
| The restore refuses to run | The server is still running. Stop it first. |

## Logs {#logs}

- The server writes its log to the console and, with `log_dir`, to rotating files. It names the configuration, the projects, the sign-in methods and the box suggestion services at the start, and every error with its reason.
- Box suggestion service: Ubuntu `journalctl -u lsa-preannotate -f`, Windows `C:\ProgramData\LumiScan\PreAnnotate\default.log`.

Still stuck? Contact HD Vision Systems: [info@hdvisionsystems.com](mailto:info@hdvisionsystems.com), +49 6221 67219-00. Please send the server log and the version (`lumiscan-annotation-server --version`).